Experience : 10+ years in contact center MI (A3S) and WFM solutions.

Core Focus :

Providing full scope of the day-to-day Production Support service including resolution of the live incidents as well as post-resolution problem management activities on BI areas like contact center telephony reporting tools.

- Involved in migration projects from Genesys engage to Genesys cx.

- Providing technical expertise in finding root cause of major system problems.

- Installation and upgrade of components on Contact center infrastructure MI and WFM.

- Support of the various testing activities related to the new implementations.

- Working closely with various stakeholders located in different places in the world.

- Reviewing, designing and re-engineering processes with new technologies to improve performance.

- Designing and driving the implementation of service offerings, capability uplifts and process improvements.

- Engage with front door team and drive projects.

- Hands on experience on Linux/Unix/window platforms.

- Working knowledge on RDBMS preferably oracle and SQL server.

- Excellent verbal and written communication skills.

- Should be able to handle on call on weekends.

- Able to work on shifts.

- Should have worked on agile working environment.

- Working knowledge on cloud fundamentals.

Key Responsibilities :

WFM and Capacity Planning :

- Own multi-channel forecasting (voice, digital, email, chat) and long-term/short-term capacity planning models.

- Oversee automated schedule generation, shift optimization, and time-off management rules within Genesys WFM.

- Monitor real-time adherence (RTA) and formulate action plans for Service Level Agreement (SLA) recovery during volume spikes.

Management Information (MI) and Analytics :

- Design, build, and maintain custom operational dashboards, historic reporting, and real-time analytics using Genesys Cloud performance views.

- Translate complex contact center data into actionable insights for operational leaders and workforce strategies.

- Track key performance indicators (KPIs) including Average Handle Time (AHT), Occupancy, Service Level, and Schedule Adherence.

CCaaS Platform Governance and Configuration :

- Configure and maintain business units, management units, activity codes, and work plans inside the cloud environment.

- Collaborate with routing, IT, and quality management teams to align queue/skill mapping with forecasting parameters.

- Drive continuous process improvements and leverage AI-driven conversational intelligence or WEM (Workforce Engagement Management) features.

Required Qualifications and Skills :

Technical Expertise :

- Deep hands-on experience with Genesys MI and WFM (Cloud and Engage), interaction analytics, routing configuration, and API data extraction.

Analytical Skills :

- Advanced proficiency in data visualization tools (Power BI, Tableau) tied directly to contact center data structures.

Domain Knowledge :

- Strong grasp Contact center telephony solution Genesys tool stack in a banking industry, Agent KPIs, multi-skill staffing dynamics, shrinkage modeling, and contact center economics.

Soft Skills :

- Excellent stakeholder management, capability to train operations teams, and strong incident/problem-solving aptitude.